Care Home: Rela Goldhill Lodge

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What the care home does well Even though currently there is no registered manager, the home is run very well by an experienced and committed care manager and assistant head of care. The premises are clean, fresh and there are no bad smells at the home. Health and safety checks are regularly monitored and there is a system to ensure that the facilities and services are safe. The residents` care plans and risk assessments are reviewed with the involvement of the residents, carers and professionals. The home has an excellent quality assurance system. What has improved since the last inspection? The home has started providing induction programmes for newly recruited staff as required at the last inspection. What the care home could do better: The home is currently in the process of recruiting a manager, who can apply to CQC to be registered. Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Rela Goldhill Lodge Wolfson Court Limes Avenue London NW11 9TJ     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Teferi Degeneh     Date: 0 7 0 5 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 28 Information about the care home Name of care home: Address: Rela Goldhill Lodge Wolfson Court Limes Avenue London NW11 9TJ 02089055229 02084558250 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Jewish Care care home 21 Number of places (if applicable): Under 65 Over 65 0 0 physical disability sensory impairment Additional conditions: 21 21 Limited to 21 adults with a physical disability including visual impairment. The home must advise the registering authority at such times as either of the specified service users vacates the home. Two specified service users who are over 65 years of age may remain accommodated in the home. Date of last inspection Brief description of the care home Rela Goldhill Lodge is owned and managed by Jewish Care, who are the largest providers of health and social care services for the Jewish community in the United Kingdom. The home is registered to provide residential accommodation and care for a maximum of twenty-one young Jewish adults with physical and sensory impairment. The home provides for respite and short-term care. The staff also provide respite care for people living in their own flats, opposite the home. Staff are available on a twentyfour hour basis. The home is situated in a residential part of Golders Green, near to Golders Green and Brent Cross underground stations, local shops, and bus routes and Brent Cross Shopping Centre, all of which are a short distance from the home. Care Homes for Adults (18-65 years) Page 4 of 28 Brief description of the care home The home is purpose built as part of the Wolfson Court, which was opened in 1992. The home occupies all of the first and part of the second floors. The rest of the building provides warden supported accommodation for elderly people. The home is wheelchair accessible throughout. There are twenty-one single bedrooms, each with en-suite shower and toilet facilities. The home also provides support with all aspects of personal care and daily living. There is also support for residents to enable them to be part of the local community and to develop and maintain work, education, leisure and social activities. The home adheres to the customs of the Jewish religion, taking into account religious holidays and festivals. The fees for residents living in the home range from £389.57 - £1,063.98 per week. The provider must make information available about the service, including inspection reports, to service users and other stakeholders. Care Homes for Adults (18-65 years) Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This was a surprise inspection which means that the home had not been informed of our visit. The inspection took approximately six hours beginning at 09:00 am and ending at 15:00 pm. The care manager was present throughout the inspection. The administrator and assistant head of care were also present during parts of the inspection. The inspection activity included a tour of the building, the examination of the residents and staff files and the review of the homes policies, procedures and health and safety records. Three relatives, a volunteer and two members of staff were interviewed individually. We were able to talk to and observe a number of residents during this visit. The homes annual quality assurance assessment (AQAA) which we had received Care Homes for Adults (18-65 years) Page 6 of 28 before the inspection was considered for this inspection. The AQAA is a self assessment which the home is required to complete and send to the Care Quality Commission (CQC) to tell us what they are doing and how they intend to improve outcomes for the people who use the service. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 28 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. New residents can be confident that their admission to the home is based on the outcome of their assessment and the ability of the home providing services and facilities that meet their needs. Evidence: The annual quality assurance assessment (AQAA) confirms that the manager completes needs assessments for all new residents before they are admitted. It also says that all new residents are encouraged to visit the home and spend time at the home before admission. Five residents files, which were examined, contained evidence of completed assessment. The residents social, health, medical, communication, financial, physical, emotional, and other needs are included in the assessment. The home provides for the Jewish faith and culture and the assessments and admission procedure reflect these. A resident said that their needs have been assessed and they had known and stayed at the home before moving in as a resident. Three carers or families also confirmed their knowledge of the home before the admission of the residents. A carer said: I wouldnt have left [the resident] at the home if I hadnt Care Homes for Adults (18-65 years) Page 10 of 28 Evidence: known it. Care Homes for Adults (18-65 years) Page 11 of 28 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The residents have benefited from the homes excellent care planning and risk assessment systems. The systems have ensured that the residents needs are identified and ways of meeting the needs are planned with the participation of the residents, carers, professionals and the home. Evidence: We randomly chose and checked five residents files. All these files have up-to-date assessments and care plans. As stated above the assessments are detailed and include various areas such as medication, hearing, orientation, behaviors, communication, money, diet,/eating, mobility, skin, and special nursing care. It was evident from the files that the care plans are reviewed monthly by key workers or some staff who have special interest in the care of the residents. The manager said that every month a key worker sits down with each resident and discusses and completes their care plans and risk assessments. The home also has a system which allows it to invite carers or relatives to attend a six monthly review of care plans for each resident. From Care Homes for Adults (18-65 years) Page 12 of 28 Evidence: conversations with the relatives and inspection of the files it was clear that the families and residents have attended care plan reviews. Discussions with the care manager and the inspection of the selected files confirmed that annual care plan reviews in which social workers, families, residents and the home are involved are arranged for the residents. The AQAA states: The staff team are encouraged to work in a clientcentred fashion, ensuring that residents individual needs and choices are met. From the an examination of the residents files and a discussion with the person in charge it was clear that the residents cultural, spiritual and dietary needs are included in the care plans. The risk assessments are reviewed regularly. An examination of the files and a discussion with the care manager revealed that the risk assessments identify risks for individual residents and ways of managing the risks. All the health and safety checks are undertaken and appropriate precautions are taken to minimize or eliminate risks to the residents. The visitors spoken to said they always find the home clean and tidy, they are satisfied with the facilities and equipment. Care Homes for Adults (18-65 years) Page 13 of 28 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are good opportunities for the residents to engage within and outside the home. The meals provided are good and the residents individual needs are met. Evidence: It was confirmed from discussions with the care manager and the administrator that the home does not manage the residents finances. The administrator explained that some residents look after their money and other have their families to manage their finances. The home supports two residents to collect their money from their account. A number of residents or their families pay some money for ongoing expenses such as toiletries or hairdressers to the home. This money is kept individually for each resident. A sample of the records and the money was checked and found to be in order. Care Homes for Adults (18-65 years) Page 14 of 28 Evidence: On the day of the inspection there were three visitors or families, a volunteer and a health professional at the home. All these confirmed in conversations that they can visit the home at any time and they feel welcomed by the staff. They said that if they wish they can see the residents in private. Two visitors described how they visit the home more often and take out a resident to cafes or restaurants. They mentioned that the home assists them by providing a car and driver to drop them at the places they go to with the resident. An examination of the files and discussion with the care manager showed that the residents are engaged. A number of the residents attend a college or a day centre. From discussions with a visitor, residents and the care manager it was evident that the residents go out to different places. For example, the residents went for a day trip to Southend a week before this inspection. Records also showed that the residents go to cinemas, bowling and art classes. A resident explained how they enjoyed walking with a member of staff to raise funds for a charity. The care manager said the home has a plan to provide a new building which would allow the home to have nice and more accessible gardens. The residents who were spoken to said they are happy with the staff. Two care staff were also observed and spoken to. All of the staff were seen talking to and treating the residents with respect and dignity. During individual interviews the staff gave good description of how they support the residents by ensuring their rights, privacy and dignity. The meals are contracted out to a company. The care manager confirmed that the menus are developed with consultation with the residents. It was confirmed by the care manager and the residents that the residents can choose what they can eat. Discussions with the residents and the care manager revealed that cultural and spiritual occasions are observed and the home provides meals reflecting these occasions. A resident said the meals are good but could be improved by offering a range of healthy food. The meals provided for lunch reflected the menu for the day. There were staff and a volunteer to help some residents with their meals. From discussions with the care manager it was evident that volunteers or families come to the home during lunch to assist some residents who need help with their meals. The staff and the volunteers have worked at the home for many years and are aware of the residents preferences or support needs. From discussions with the care manager and the residents files it was clear that the home takes care of the residents cultural, religious and dietary needs. The AQAA describes how the company that provides the meals, the residents and the staff discuss about the meals. For example, the AQAA says: Recent discussions have highlighted the need to pay specific attention to special dietary requirements, such as soft or pureed diets and providing for diabetics. Care Homes for Adults (18-65 years) Page 15 of 28 Care Homes for Adults (18-65 years) Page 16 of 28 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health care needs of the residents are met by the homes good relationship with the health care professionals and a good medication administration system. Evidence: The AQAA says that the home has an excellent relationship with the district nurses, General Practitioners(GP), a local pharmacist and other health professionals. The residents files showed that each resident is registered with their own GP. The care manager confirmed that the residents have access to medical care including appointments with opticians, chiropodists and dentists. On the day of the inspection a resident had an appointment with a dentist. Discussions with the care manager confirmed that a district nurse visits at least four days a week. A resident was being seen in their bedroom by a physiotherapist while this inspection was carried out. Medication is kept in a locked cabinet in a room. The care manager said that medication is administered by one and witnessed by a second member of staff. The medication administration record sheets (MARS) and the medicines were checked and found to be in order. The care manager confirmed that all care staff who administer Care Homes for Adults (18-65 years) Page 17 of 28 Evidence: medication have attended training. This was confirmed in the staff files. The AQAA also stated: Staff received training on administration of medication to ensure that medication policies and procedures are followed correctly. Medication audits take place monthly. Medication now being dispensed by Boots the chemist. It was also noticed in a resident file that risk assessments are completed and agreement have been sought for one them to take their own medication. As mentioned observations and discussions showed that the staff have knowledge and experience to provide care in a sensitive way by ensuring the residents rights, respect and dignity. The staff were seen talking to and supporting the residents in a manner that ensures the residents respect and dignity. They were observed knocking on the doors before entering bedrooms. The residents and the visitors spoken to said they are happy with the staff. From the AQAA we understand that the home is aware of the action it needs to address to improve the service. For example, the home has the following statement in its AQAA: Although staff are very understanding and compassionate, more training needs to take place to help staff with understanding on how to manage emotional needs and challenging behaviour. Care Homes for Adults (18-65 years) Page 18 of 28 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The homes good complaints procedures and safeguarding systems have enabled the residents to be confident that their concerns can be listened to and dealt with; and that they can be protected from harm or abuse. Evidence: The home has a complaints policy a copy of which is included in the statement of purpose and the service users guide. A resident said they know how and who to complain to if they have a concern. The visitors also confirmed that they are aware of the complaints procedure and they can talk to the staff or the management if they are not happy. There have been two recorded complaints since the last inspection. These have been investigated and dealt with satisfactorily. The home has a safeguarding policy and has received a copy of the local authoritys adult protection policy and procedures. The care manager and the AQAA confirmed that all the staff have attended safeguarding training. Two care staff who were spoken to were able to explain what safeguarding means and how they can safeguard the residents by reporting to the care manager or other relevant people. As mentioned above, there are appropriate systems for reviewing of risks, care plans and managing residents finances. Care Homes for Adults (18-65 years) Page 19 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The facilities and equipment of the home are good and the residents live in a safe and comfortable home. Evidence: The home was clean, fresh and bright on the day of the inspection. There are systems and processes to ensure that all parts of the home are cleaned and equipment maintained. The AQAA explains that a company which is responsible for the meals has an additional responsibility of cleaning and keeping the home hygienic. The visitors we spoke to confirmed that the home was always clean and they are happy for their relatives to live here. The home has wide corridors and two passenger lifts to allow the residents to have access to the facilities and services. It was clear from the discussions with the care manager and the AQAA that all the staff had training in fire safety and a number of staff have attended health and safety and risk management training. The AQAA also confirms that a member of staff carries out health and safety checks once every week. From discussions with the care manager and the records such as the AQAA and service users guide it is evident that each resident has a single bedroom with en-suite facilities. The residents we spoke to said they liked their bedrooms. Care Homes for Adults (18-65 years) Page 20 of 28 Care Homes for Adults (18-65 years) Page 21 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people who use the service can be confident that the staff who support them are vetted, trained and experienced to deliver the care package they need. Evidence: We spoke to two members of staff individually and observed a volunteer and other care staff while they were supporting the residents. The staff we spoke to were able to give good description of how they support the residents by ensuring their dignity, respect and rights. They were observed talking to and supporting the residents with respect and dignity. The visitors and residents told us that they are happy with the staff. The care manager informed us that most of the staff have worked at the home for a number of years. She said the staff work as a team supporting one another. The care staff and volunteer said they liked working with the residents. The AQAA confirms that most of the staff have achieved a care qualification equivalent to the national vocational qualification (NVQ) level 3. The AQAA also states that there are ongoing training provided for the staff and many members of care staff have embarked on training to achieve a care qualification. The rota showed that there are six care staff, a care manager, an assistant head, activity coordinator, three domestic assistants, two kitchen staff, a laundry person, Care Homes for Adults (18-65 years) Page 22 of 28 Evidence: maintenance staff and an administrator during the day shifts. The night shifts are covered by three waking night staff. The home uses bank or agency staff to cover emergency situations such as sick leave. The home has a recruitment policy and procedure and all job vacancies are advertised. The staff files, which were inspected, showed that the home has received two reverences, criminal record bureau (CRB) checks, and application form for each member of staff. We were informed by the Service Manager that the home encourages the people who use the service to participate in the recruitment of the staff. The care manager confirmed that staff complete an induction programme before starting work. The induction programme is an opportunity for non Jewish staff to familiarise themselves with the Jewish faith and culture. As mentioned earlier a number of the care team have completed NVQ training and the others are working towards achieving the same qualification. The AQAA confirms that there is a training department of which organises ongoing training for the staff. Care Homes for Adults (18-65 years) Page 23 of 28 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Despite there being no registered manager, this home is well run by experienced and committed individuals. The people who use the service are confident that their views and needs are considered and the home is run in their best interest. Evidence: The home does not have a registered manager but is run by a care manager and an assistant head. Both the care manager and the assistant head have a long experience of working at the home. They appeared to be not only knowledgeable and experienced but also committed to their job. The residents, staff and visitors we spoke to had positive opinion about the management of the home. The Commission has been informed by the home that a registered manager of a care home gives support to the care manager and the assistant head. A few days after the completion of this inspection the Commission has been informed by telephone that the home is in the process of recruiting a new manager. The homes quality assurance system is carried out by an independent company which Care Homes for Adults (18-65 years) Page 24 of 28 Evidence: sends survey questionnaires to the residents and relatives. The company collates the feedback and sends the outcome to the home. The care manger said the home discusses the outcome and puts a plan of action in place to address any issues from the feedback. The process has resulted in the home making improvements in some areas including the meals and activities. Also the home has a system which requires key workers to have monthly listening sessions with the residents. The manager said this allows the home to listen to the residents and improve the service. The residents and the staff have monthly meetings in which they talk common issues. From the records and conversations with the care manager it was evident that a service manager or a senior member of staff from the company that owns the home visits and carries out the auditing of services and facilities once every month. Records showed that fire alarm, smoke detection, fire fighting equipment and emergency light tests are carried out and recorded regularly. the three passenger lifts and wheelchairs are also regularly maintained. The gas boiler was checked on 22 august 2008. As stated earlier the home was clean, fresh and bright, and the staff have attended health and safety training. Care Homes for Adults (18-65 years) Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Adults (18-65 years) Page 27 of 28 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Adults (18-65 years) Page 28 of 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!